Complaints Procedure — Surrey Cleaners

This Complaints Procedure sets out how Surrey Cleaners and affiliated teams respond to service concerns raised by clients. The purpose is to ensure a clear, fair and timely process for resolving issues related to cleaning standards, missed appointments, property care and other service elements. Our aim is to treat every complaint with respect and to apply consistent standards across the organisation. This policy applies to all service users and to complaints received from authorised representatives acting on a client's behalf. It also explains what complainants can expect at each stage and the typical timeframes for response.

The procedure is intended to be accessible and proportionate. Surrey cleaners emphasise impartiality, confidentiality and continuous improvement. We encourage people to raise concerns promptly so matters can be investigated while evidence remains fresh. Complaints will be logged, assessed and assigned to an appropriate member of staff for investigation. Wherever possible, we will seek an informal resolution first, and where that is not achievable, a formal investigation will follow. Every complaint is an opportunity to learn and improve our cleaning service.

Complaints may be submitted in writing, by email, by phone or through an authorised representative. To help us investigate, please include relevant details such as dates, locations, names of staff if known, a clear description of the issue and any supporting evidence (for example photographs). If the complaint concerns property damage, please describe the damage and the circumstances in which it occurred. We will acknowledge receipt and advise the complainant of the next steps without sharing private contact details on public pages.

Acknowledgment and Initial Assessment

On receipt of a complaint our customer relations team will carry out an initial assessment to determine the severity and the immediate action required. We aim to acknowledge complaints within three business days and to provide an estimated timescale for a full response. The complaint will be logged in our system and allocated to an investigator who has not been directly involved in the matter. This ensures independence and fairness in the review.

The investigation process typically includes the following steps to maintain clarity and consistency:

• Gathering relevant records, schedules and employee statements
• Reviewing photographic or other evidence supplied by the complainant
• Interviewing staff involved and assessing adherence to policy
• Identifying any corrective actions or remedial work required

Throughout the investigation we will keep the complainant informed of progress and any delays. Where immediate remedial action is appropriate, such as re-attending to clean a missed area or repairing minor damage, we will arrange this as soon as practicable. Where a complaint raises a serious safeguarding or health and safety concern, we will prioritise urgent action regardless of the stage of the investigation.

Decision, Outcomes and Remedies

At the conclusion of the investigation a decision will be issued in writing explaining the findings, the rationale and any remedy offered. Remedies may include a formal apology, re-performance of services, a partial refund when appropriate, staff training or process changes. Decisions will be proportionate to the harm or inconvenience caused and will reflect genuine attempts to make reasonable amends.

If the complainant is dissatisfied with the outcome, they may request a review or escalation within the organisation. The escalation will be handled by a senior manager not previously involved in the case. The review will re-examine the evidence and the procedure followed; it is not an opportunity to introduce a wholly new complaint that was not in the original submission. The aim of escalation is to ensure fairness, correct any omissions and identify whether further action is required.

Records of complaints, decisions and remedial actions will be kept in accordance with data protection standards and retained to support audit and quality assurance activity. We will use anonymised lessons from complaints to update training, operational procedures and service standards. Regular trend analysis helps Surrey Cleaning Company and related teams to spot recurring issues and make targeted improvements, reducing the likelihood of repeat problems.